CCNG

APRIL 20, 2022

Honesty forms the bedrock from which all legitimate success derives, and customer contact organizations challenged with attracting and retaining personnel should obsessively seek and share truth to create a culture of trust that can elevate employee and customer experience along with business performance.?

Customer Experience 195

Customer Experience CCNG Analytics Gamification 195

Noble Systems

AUGUST 25, 2020

To address these challenges, many financial services firms are turning to Gamification. From onboarding and product launches to regulatory compliance and ongoing training and coaching, gamification makes learning new information fun and engaging. Gamification can be used by banks, lenders, and other financial institutions to: 1.

Gamification 71

Gamification Employee engagement Banking Contact Center 71

Playvox

SEPTEMBER 30, 2021

At Playvox, we believe that gamification is just using data in a useful and smart way to drive people’s behaviors for the better. You’re probably familiar with one of the most famous examples: the gamification of physical movement in Just Dance , a video game that encourages players to imitate an animated dancer on the screen.

Gamification 52

Gamification Call Center Contact Center Coaching 52

Playvox

FEBRUARY 13, 2024

As a contact center leader, the top agents you hire, train, and manage are the clutch players. They are among your organization’s most valuable assets, and you depend on them to deliver loyalty-building customer experiences every day, with every interaction. Are you trying to boost customer sentiment ?

Contact Center 88

Contact Center Gamification Coaching Feedback 88

ShepHyken

FEBRUARY 18, 2024

Each week, I read many customer service and customer experience articles from various resources. Customer Service versus Customer Experience: Master both! My Comment: I’ve written about the difference between customer service and customer experience in the past. It’s not a department.

Customer Service 153

Customer Service Gamification Customer retention Customer Experience 153

Callminer

APRIL 21, 2020

The role of a call center manager is complex and challenging. Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. management.

Call Center 182

Call Center Management Scripts Coaching 182

Call Design

JANUARY 20, 2022

Like most workplaces, high performance comes as a by-product of high engagement channelled by productive management. Managers who micro-manage based on instantaneous KPIs demonstrate a lack of willingness to evaluate performance on a broader scale and frequently overlook engagement’s importance and long-lasting benefits.

Gamification 78

Gamification Coaching Construction Employee engagement 78

NobelBiz

APRIL 18, 2023

Are you a call center operations manager striving to enhance your team’s productivity and deliver hyper efficiency in your daily operations? The Need for Hyper Efficiency in Call Centers As a call center operations manager, you need to stay on top of the latest trends in hyper efficiency to ensure that your organization is successful.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

COPC

MARCH 11, 2024

Are we providing insights into attrition rates and qualitative and quantitative feedback on recruitment quality and class pass rates? Are we getting feedback in this area to inform recruiting and training? Do new hires feel confident in managing their workload and responsibilities? If not, what support is available to them?

Call Center 98

Call Center Gamification Coaching Employee engagement 98

CCNG

MAY 27, 2021

Bring in Expertise – Wealth of knowledge Although you are the expert on everything about your company, center and customer, an outside consultant can bring in expertise on industry best practices for a variety of workstreams. A consultant can be a sounding board for ideas. A consultant can be a sounding board for ideas.

Consulting 195

Consulting Consulting Contact Center Gamification 195

Playvox

NOVEMBER 16, 2021

out of 5 from more than 8,400 customer reviews. A Quality Management Solution with Muscle. It became clear that the company’s old quality management tool simply couldn’t keep pace with the company’s evolving business needs. Plus, we explore how the quality management solution has strengthened the company in four key areas: 1.

Quality management 78

Quality management Management Coaching Contact Center 78

NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. The ultimate objectives are crystal clear: Boost Customer Satisfaction : Happy customers are loyal customers.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Playvox

MARCH 12, 2024

When agents are motivated by a sense of purpose, they are more likely to remain committed to their role, resulting in reduced turnover and a more consistent, high-quality customer experience. Many of Playvox’s customers leverage tools like gamification to motivate their teams.

Morale 78

Morale Gamification Contact Center Quality management 78

Lumoa

FEBRUARY 21, 2023

Primary Areas That Define the Impact of a VoC Program Sian Kerr shared the three key areas to consider when assessing the impact of a VoC or CX program: How Each Team Uses the Results Look at how individual teams can use the insights and feedback they get from customers. According to Kerr, the tactical side of things comes first.

Gamification 83

Gamification Journey mapping Feedback Metrics 83

DMG Consulting

MAY 8, 2017

DMG Consulting Releases 2017 Contact Center Gamification Product and Market Report. What: Releases 2017 Contact Center Gamification Product and Market Report. Gamification solutions apply the concepts of games and challenges to motivate, engage and reward employees and customers. When: Today, 10 May 2017.

Gamification 48

Gamification Consulting Consulting Contact Center 48

Balto

NOVEMBER 2, 2022

Working to manage a call center has many moving parts and can often create a feeling of drinking from a firehose for those who are newer to a managerial role. Perhaps you’re already in call center management or an agent aspiring to work your way up and are seeking to learn more about what all is involved.

Call Center 52

Call Center Management Average Handle Time Gamification 52

Fonolo

NOVEMBER 17, 2020

To achieve that within a remote or hybrid work environment, we’re going to see more contact centers reach for a cloud-based technology that drives camaraderie, increases visibility, allows supervisors to coach from anywhere, and enables agents to self-manage.” Historic Call Center & Customer Experience Trends.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Calltools

MARCH 22, 2023

Enhanced Customer Experience Keeping your agents happier helps promote the overall customer experience. Allowing agents greater flexibility at work helps yield better customer service interaction. This simple tactic is one of the easiest ways to help enhance your customer service efforts.

Contact Center 98

Contact Center Gamification Morale Feedback 98

Noble Systems

AUGUST 4, 2020

Many companies are embracing cloud-based technologies to provide an infrastructure that supports an at-home workforce and increases efficiencies, boosts recovery rates, optimizes resources, and improves customer experiences. Proactive messaging and workforce management can help. Everyone appreciates being informed.

Gamification 86

Gamification Analytics Contact Center Coaching 86

Fonolo

FEBRUARY 20, 2019

Whether a crisis is caused by a technical glitch, a disgruntled customer gone viral, or a data breach, there are several ways your call center can effectively manage these events. Otherwise, their frustrations may boil over and negatively impact their interactions with customers. Incorporate Social Listening. Show Empathy.

Call Center 89

Call Center Management Contact Center Gamification 89

Serenova

APRIL 13, 2020

Now that your contact center agents are safely working from home, it’s time to focus on the business of managing and coaching to ensure productivity. Whether it’s performance dashboards, real-time feedback or virtual announcements, Serenova’s CxEngage helps contact centers recognize performance no matter where it happens.

Gamification 145

Gamification Contact Center Metrics contact center solutions 145

Monet Software

APRIL 24, 2020

Unfortunately, working from home can also have a negative impact on morale and providing an exceptional customer experience. Management and motivational techniques are also required to overcome these new challenges. Manage to the Metrics. The real struggle in managing a remote workforce generally comes in belonging.

Contact Center 62

Contact Center Management call center workforce Average Handle Time 62

Fonolo

FEBRUARY 16, 2021

Many contact center managers have heard of call-backs , but they don’t realize that they’ve come a long way from the basic virtual queueing of yesteryear. Real-Time Learning & Knowledge Management Systems. AI-powered Learning Management Systems for call centers will become increasingly popular in the next few years.

Call Center 134

Call Center Technology Gamification Contact Center 134

Serenova

JUNE 11, 2019

And while workplace stress is a clear threat to the health of individual employees, it also directly correlates to the perennial contact center challenges of agent recruitment, retention and engagement, all of which have very direct effects on customer experience. Adopt Continuous Two-way Feedback. Antidotes to Burnout.

Customer Experience 63

Customer Experience Gamification Contact Center Coaching 63

Real Blue Sky

JULY 12, 2022

This month, as part of our ongoing series on employee experience, we focus on arguably the most important aspect of your employees’ journey – training! (PS PS – If you want to catch up on our employee experience series, you can start here.). Incentives and Gamification. Customer Experience Simulation.

Contact Center 52

Contact Center Gamification Coaching Analytics 52

Noble Systems

JANUARY 14, 2019

Achieving customer satisfaction by providing an enhanced customer experience is one of the main goals of the contact center and is an important metric by which the center’s performance is measured. The Shift to Workplace Engagement Management. Task management. Feedback is an important feature of WEM.

Contact Center 59

Contact Center Gamification Customer retention Metrics 59

Calltools

OCTOBER 19, 2022

Call volume was up 41% in the five days from Thanksgiving to Cyber Monday last year as customers flooded phone lines with inquiries, requests, and complaints. This year will likely be the same, so contact center managers must prepare for the holiday rush. Your values might include accountability, respect, and customer service.

Contact Center 52

Contact Center Gamification Upselling Scripts 52

DMG Consulting

MARCH 10, 2023

As enterprises tighten budgets due to the troubled economy, contact center leaders are under greater pressure to improve productivity while enhancing the customer experience (CX). Analytics-enabled quality management (AQM) (a.k.a. automated quality management). Gamification.

Contact Center 48

Contact Center Interactive Voice Response Gamification Quality management 48

ChurnZero

MAY 4, 2023

There’s a closely held growth secret among large B2B professional services firms, like consultants, accountants and law firms, that Customer Success Managers (CSMs) might appreciate: The more relationships a client has across a firm, the lower that client’s flight risk. We landed on a theme that made sense: a neighborhood.

SaaS 98

SaaS Best practices Gamification Feedback 98

DMG Consulting

APRIL 15, 2020

DMG Consulting Releases 2020 – 2021 Workforce Management Product and Market Report. What: Releases 2020 – 2021 Workforce Management Product and Market Report. New-gen WFM takes staffing and service optimization to the next level. Today’s WFM solutions are evolving to keep pace with the changing business world.

Consulting 62

Consulting Consulting Marketing Management 62

Playvox

APRIL 25, 2023

Experts predict that using remote and hybrid contact center agents will remain a cost-effective, efficient solution for delivering outstanding customer support well into the future. This staying power means that those in charge of delivering customer experience (CX) need to rethink how they deliver remote training.

Contact Center 79

Contact Center Contact center software Gamification Feedback 79

COPC

JANUARY 15, 2024

The first 90 days set the tone for the new hire’s relationship with the company, manager, and team.  Lack of Manager Support   Coaching is an integral part of an effective onboarding process. By providing feedback and constructive criticism, staff productivity and performance will improve.  

Best practices 78

Best practices Employee engagement Coaching Feedback 78

TechSee

SEPTEMBER 29, 2020

There are a wide range of techniques that address individual agents’ skill gaps while boosting cost and time efficiency, such as collaboration, gamification, visual assistance, and whisper coaching. Feedback can be collected regularly from staff; agents are well placed to highlight any roadblocks or barriers to success.

Call Center 196

Call Center Self service Gamification Contact Center 196

Balto

JUNE 3, 2022

more likely to feel extremely empowered to solve customer issues. Customer experience and attrition are focal points for many contact centers and engagement is a proven factor in improving both, so leaders can’t afford to shrug their shoulders when it comes to engaging remote employees. Still, engaged and satisfied agents are 8.5x

Gamification 52

Gamification Scripts Contact Center Surveys 52

Noble Systems

SEPTEMBER 3, 2019

Handling high volumes of calls, dealing with difficult customers, and working under constant pressure to meet high performance and revenue targets is an every-day experience in the life of a contact center agent. When companies require agents to work even more hours than originally scheduled, managers are just adding to the strain.

Agent burnout 53

Agent burnout Contact Center Gamification Interactive Voice Response 53

Call Design

SEPTEMBER 9, 2021

There is no better gauge as to the importance of customer experience when engaging with a brand’s contact centre than the millions of social media complaints that consumers have about their experience. Providing agent feedback is one of the most crucial aspects of any agent’s training. Vary Your Training Methods.

Gamification 146

Gamification Best practices Feedback Employee engagement 146

NICE inContact

NOVEMBER 6, 2018

Contact center management is hard. You need to keep up with constantly growing and shifting customer expectations. You manage employees in an industry that has one of the highest turnover rates out there. In order to be able to make any educated decisions, remember the old saying: you cannot manage what you cannot measure.

Contact Center 48

Contact Center Management Gamification contact center solutions 48